Job Summary

The Hardware Support employee will provide our customers with in-depth troubleshooting and hardware support. You need to be willing to learn and adapt to new concepts, provide exceptional customer services, and support a variety of applications and hardware.

Key Duties
● Responding to help desk tickets and phone calls from pharmacies in a timely manner.
● Troubleshooting and resolving technical issues related to printers, computers, interfaces, and networking equipment used in the pharmacy.
● Consulting with pharmacy staff to optimize their technology setup and make recommendations for improvements.
● Providing training to pharmacy staff on how to use various software applications and hardware devices.
● Documenting technical support activities and maintaining detailed records of all interactions with pharmacies.
● Providing superior customer service and ensuring a positive experience for all pharmacy staff who interact with the technical support team.
● Collaborating with other technical support team members to resolve complex issues and ensure continuity of service.
● Identifying recurring technical issues and reporting/working to develop permanent solutions to prevent them from happening in the future.
● Participating in regular meetings and training sessions to stay up to date on technical support best practices and industry trends.

Education/Training
● Minimum of a High school diploma or equivalent required
● 2 + years of experience in IT systems and installation/application support.
● 1 + year of experience in a remote IT Help Desk environment.

Required Work Experience/Skills
● Strong technical knowledge of computers, printers, and networking equipment commonly used in small businesses.
● Previous experience providing technical support in a customer-facing role, healthcare or pharmacy setting a plus.
● Knowledge of security best practices related to protecting sensitive healthcare data.
● Excellent communication and interpersonal skills to effectively communicate technical information to non-technical users and build positive relationships with pharmacy staff.
● Ability to work independently and prioritize tasks in a fast-paced, dynamic environment.
● A commitment to providing exceptional customer service and ensuring a positive experience for all pharmacy staff who interact with the technical support team.
● Ability to learn quickly and stay up to date on new technologies and products relevant to pharmacy operations.

Preferred Work Experience/Skills
● Excellent phone communication skills, including a professional and confident speaking tone.
● Ability to efficiently manage time and multi-task.

Discretionary Judgment
● Uses independent judgment and discretion based upon the employee’s experience in the position and knowledge of the products, equipment, and services.
● Uses good judgement and possesses ethical work values.

Physical Demands, Working Conditions, and General Employment Guidelines
● Low-Moderate levels of stress may be experienced in the performance of the job.
● Position is performed in a general office environment, home office, or approved remote workspace where physical work includes, but is not limited to, sitting, standing, reaching, kneeling, bending, and lifting to 25 lbs.

Equipment
● Daily use of the Microsoft Teams (phone), computer, and other routine office equipment
● Must have reliable high-speed internet access.


Safety to Self and Others
● Little responsibility for the safety of others. Job is performed in an office setting where there are no hazardous materials or equipment.

Working Conditions/Hazards
● Position is performed in an open office environment or approved remote work location.

Work Location
● Spartanburg, SC - Onsite